Morrison & Foerster LLP, an Am Law 50 law firm with 16 offices worldwide, has an opening for a Senior Manager Data Center Operationswithin our Information Technology Department in ourSan Francisco office.
Guided by department objectives and priorities, manages day-to-day support and operations of office, regional, and firmwide data centers. Accountable for the effective and efficient management, coordination, and functioning of the Data Center Operations Teams. Prioritizes and manages workloads, and possesses effective problem resolution skills. Responsible for development, implementation, and maintenance of all Data Center standard operating procedures. Responsible for the design, deployment, and maintenance of the company's internally and externally hosted network (WAN and LAN), telephony architecture, and its associated network connections and component hardware. Responsible for the maintenance and up-keep of routers and phone systems and for operating system support. Responsible for automating server administration, networking, and telephony tasks through scripting and programming language. Ensures IT infrastructure projects are well managed from conception through successful enterprise-wide deployment. Manages and creates solutions to support infrastructure strategies, including storage management, server hardware deployment and support and data center infrastructure. Supports and designs all resources for firm printing / scanning services. Supervises, coaches, and develops Data Center Operations Team. Aligns Data Center operations policies, procedures, and metrics with client requirements and third party standards, e.g. ITIL, ISO 270xx, NiST, MOF. Ensures client services and satisfaction are attained in all areas of position.
Infrastructure Operations Management
Applying deep professional and technical expertise, manage the day-to-day activities of the Data Center Operations Team, comprised of server, networking, and telephony teams.
Ensure all data center systems offer the highest levels of reliability and performance consistent with business need.
Identify appropriate resources and develop schedules to ensure timely project completion; ensure that performance objectives are met in all areas.
Apply continuous improvement methodologies to track and improve process performance and reliability.
Proactively collaborate with other teams as necessary to resolve operational problems, identify root causes, and minimize cycle time for problem resolution or implementation; develop solutions for future needs consistent with Firm technology standards and practices.
Coordinate and ensure that resources are available on an as-needed basis, including nights and weekends, to ensure 24x7 system stability and operations; promote collaboration and accountability to meet system operations objectives.
Ensure the physical security, integrity, and cleanliness of data centers, wiring closets, and other facilities through implementation of and adherence to the firm's standards / procedures and industry best practice.
Interact with vendors and monitor shared deliverables and value; communicate the Firm's requirements and develop plans to influence / leverage the vendor's future product.
Provide group and individual training, supervision, and guidance to Information Technology staff. Ensure that Data Center Operations staff are appropriately trained to meet both current and near-term firm needs.
Proactively identify and communicate new services and service standards to attorneys and staff.
Drive efficiencies into server provisioning and critical update patching processes.
Rapidly address, resolve, and escalate any incidents impacting the infrastructure through adherence to Service Management processes and coordination with other infrastructure and applications teams as necessary to restore service.
Working with the CIO, Director of Data Science Analytics, and other IT staff, develop and manage key performance indicators and operational metrics for all Data Center Operations systems / components. Identify deficiencies and implement steps to increase availability and performance.
Prepare annual operations / project capital / expense budgets for data center-related accounts. Review monthly expense and capital reports and reports variances from budget to management. Provide forecasts of future expenses. Maintain Data Center spend within firm tolerances and proactively alert the CIO regarding any expected material variance.
Ensure an appropriate level of risk management is applied by Data Center operations staff for any technology and / or process changes.
Project Management and Development
Review, identify, and implement industry best practices to ensure Infrastructure operations are managed at the optimal cost.
Based on client requirements, firm standards, and industry best practice, apply continuous improvement and root cause analysis to improve process/service level availability and performance; develop innovative client service delivery techniques based on client need assessments.
Implement, regularly test, and provide on-going support for high-availability and disaster recovery processes and initiatives; recommend new approaches to resolve problems; develop preventative measures.
In support of IT departmental and firm strategy, apply a long-term picture view to planning and problem solving, design and implement capacity planning programs for managing systems.
Participate in and/or lead special project teams as appropriate; establish processes and client service strategies.
Keep abreast of new technology and developments in Data Center Operations; investigate technology solutions under consideration by attending training, reading, hands-on testing, site visits and reference checking.
Provide leadership and coach, mentor, and develop staff; ensure they are knowledgeable and trained on professional and technical matters and provided opportunities to increase their knowledge and skills. Collaborate with staff to establish achievable, challenging individual and team goals. Develop skills of team members to ensure achievement of client service priorities. Ensure team is structured and staffed effectively to meet client service objectives.
Promote consistency and fairness; maintain open door policy and facilitate open dialogue. Ensure Firm policies and procedures are followed within team. Prepare timely, substantive, and strategically aligned performance evaluations. Identify and timely address employee relations and performance concerns within team; collaborate with Human Resources Business Partner and management to support effective and appropriate resolution. Participate in recruiting for department, including drafting position descriptions.
Hold appropriate levels of meetings, including regular coaching and professional development meetings with functional leads, staff groups, etc. Communicate Firm administrative information, polices, and objectives to staff.
Ensure that professional development of Data Center Operations Team staff align with the current Data Center Operations needs, near-term IT strategy and the long term goals of the department.
Manage expenses related to staff salaries; monitor overtime, temporary staffing and training expenses.
Ensure that staff administrative processes are followed consistently, including time and attendance policies, FLSA procedures, etc. Maintain up to date knowledge on employee policies.
Responsible for efficient, effective work flow processes; identify, assign and monitor projects.
Conduct skills analyses and identify team training needs.
Remain current in industry trends in Information Technology and the legal profession.
Ensure expertise in technology relevant to the position; proactively use most current technology to further teamwork, client service, and efficiency.
Participate on and lead major, complex projects that increase the value of Information Technology to clients, attorneys, timekeepers and the Firm.
Ensure knowledge of attorneys, staff, Firm practice areas and clients, etc. is current, and that personal interaction reflects awareness of the Firm's personnel and business practices.
Ensure communication and teamwork skills are highly effective and employ best practices to support client service objectives.
Client Service, Confidentiality, and Safety
Consistently promote and model the Firm's Client Service Principles in leadership, teamwork, work product, and personal interaction.
Ensure compliance with the Firm's Information Handling Policy, including safeguarding confidential and personal information, and reporting any suspected breach appropriately and immediately.
Adhere to the Firm's General Safety Practices and any unique safety practices for department and building.
Other duties as assigned.
At Morrison & Foerster, our culture is defined by our deeds. We're passionate about what we do. We're equally passionate about how we do it. We resist hierarchies and operate within a model of respect — for our colleagues, their ideas, and the differences that make us stronger. We encourage you to learn more about who we are, and what we do.
Education and Experience
Bachelor's degree in Information Systems or equivalent experience.
Five years' experience in data center design, implementation, support and maintenance. Strong knowledge of data center operations standards.
Minimum five years' supervisory experience in a technical capacity.
Five years experience implementing ITIL and / or MOF methodologies in a Data Center context.
Three years experience working with standard project planning frameworks, i.e. PMBoK, PRINCE2
Five years experience managing Data Center supplier / vendor relationships, contract review / negotiation, and ongoing SLA / requirements management.
Three years experience in third-party information security audit response (in a Data Center context). Understanding of ISO 270xx, NiST, and international security / data privacy frameworks / standards.
Experience implementing and managing corporate data classification, data retention, and records management standards / policies / procedures.
Experience with Windows and VMWare server installations and troubleshooting.
Fiber Channel storage system management experience, and ISCSI storage system management.
Scale out file system management and design experience.
Strong knowledge of network architecture for core data center and regional office, including design and implementation.
Vendor management and contract negotiation experience.
Sr. level experience in supporting telecommunications systems.
Minimum four to seven years' experience in the architecture, design, deployment and maintenance of network (WAN and LAN) and telephony systems.
Experience with VoIP infrastructure, including IP-PBXs, call management systems, voice mail, computer telephony integration and interactive voice response.
Expert Level knowledge of routing protocols (BGP,EIGRP).
Cisco core networking, Nexus, Cat, ASA, configuration and design.
Experience in end user experience monitoring a plus.
Teamwork and Applied Skills
Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
Ability to anticipate, perceive and analyze issues and outcomes, assess information, make effective decisions, and develop responsive solutions, applying big picture understanding, excellent independent judgment, and a highly proactive, solution-oriented approach to work and interactions.
Excellent written and verbal communication skills; ability to present complex ideas succinctly and clearly.
Effective team management and leadership skills, with a proven ability to develop and lead in a client service-focused environment and the ability to communicate effectively with all levels in an organization.
Strong project management skills and ability to coordinate and manage multiple complex projects and priorities simultaneously, under deadlines.
Creative problem solving skills and the ability to think beyond the task or project at hand.
Ability to achieve consensus and project results with sometimes incomplete, ambiguous, or sensitive information.
Strong team player skills and ability to work collaboratively with diverse individuals at all levels of an organization. Talent for delivering client service through teamwork.
Reliability, dependability, and strong motivation to respond to requests quickly; initiative to ensure consistent quality and continuous improvement.
Strong organizational skills and the ability to create organizational solutions where a precedent may not exist